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Meet The Emergency Response Team - Helena

• Written by Rachel Curran


In this series of special case studies, we meet the Emergency Response Team. Today we are speaking to Helena, who is one of our team leaders for our emergency call handlers. These are the people who provide support and assistance when your red button Lifeline Alarm is activated.

Name: Helena
Star Sign: Sagittarius
Favourite Colour: Blue
Hobbies: Reading, art, cooking
Favourite Quote: 'Nobody walked into a wardrobe to find Narnia; magic comes when you least expect it'.

We asked Helena a few questions about working in our Response Team. We hope this helps you get to know the people behind the phone.

You've got a very important job, Helena. Why did you chose to work in an Emergency Call Centre?

"I never thought I would work in an office.  But I did know that I wanted to help people, especially those who are vulnerable. At an emergency call centre, you are responsible for empathising and reassuring a client, whilst arranging the best help possible. I liked the idea of being that person that people come to when they need help. It feels important and like I am making a difference."

What do you find the most rewarding part of the job?

"Personally, I believe the confidence and reassurance you can give a client is the highlight of the job. You can really see the impact through the feedback from clients and family members who are grateful for someone always being on the other end of the line."

Some calls must be quite hard. What do you find the most difficult aspect?

"One of the most difficult aspects of the role is staying calm under pressure. You may have five incoming calls and you are already dealing with someone who has had a fall. You need to stay level headed. If you panic, the client will panic."

Have you had a particular call that really stood out to you?

"We have a client who sadly suffers with dementia. She presses her button multiple times a day, but just to have a chat. It's really nice talking to people and hearing about their lives. At the same time, you're giving them reassurance and helping with loneliness. It's those kind of calls, when you feel like you're really making a positive impact on someones day that really stand out."

How do you feel the Lifeline alarm helps people?

"As our reviews have suggested, we are giving our clients and their families a real peace of mind. If they need someone or are having any problems, we are there for them at the push of a button."

Do you have any advice for someone who is thinking about purchasing an alarm?

"Make sure you get the right alarm for you. If you're a bit unsteady on your feet, a fall detector may be more appropriate than the red push button. Also, make sure you have some emergency contacts who are nearby. This really helps, as getting help to you quickly can make such a difference."

The Lifeline Alarm Case Study

We hope you enjoyed this edition of Meet our Emergency Response Team.  If you would like more information about our personal alarms you can get in touch with our sales team seven days a week. You can get in touch with them over the phone on on 0800 999 0400 or via email to info@lifeline24.co.uk. Alternatively, if you would like to place an order you can do so via our website.

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